General bank account enquiries

  • 1.
    Reporting a lost or stolen card

    If you can't find your card, there's no need to worry. Whether it's been lost or stolen, let us know through Online Banking or our Mobile Banking app

    How to report a lost or stolen card

    Online Banking

    If you're registered for Online Banking, you can sign in to report your card as lost or stolen

    All you need to do is select 'help & support' at the top of your account overview page, choose "lost or stolen card", and fill out a quick form.

    Mobile app

    Our secure app makes it simple to report your card as lost or stolen. Sign in to our app, type 'lost or stolen' in the search bar and complete our quick form.

    What happens next?

    We'll cancel your card straight away and you'll receive your new card in 3-5 working days, depending on the type of card you have ordered.

    Keep in mind once you've cancelled a card, it can't be reinstated. 

    More about reporting a lost or stolen card

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  • 2.
    Setting up standing orders

    Register for Online Banking and you can set up standing orders quickly and easily. View our demo to see how.

    Alternatively, call us on 0345 720 3040 (0345 850 5525 for Easycash customers) (7am to 11pm Monday to Sunday) or drop into your nearest branch.

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  • 3.
    How we process payments

    Find out more about how payments are processed for Standing Orders, Direct Debits, Cheques and Future Dated Payments.

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  • 4.
    Making payments

    Transfer money with Online Banking

    Online Banking makes transferring your money quick and easy. Find out how to register for Online Banking.

    Direct Debits

    You can set up Direct Debits to pay regular bills automatically, such as electricity bills or insurance through your bank account. These need to be set up directly with the organisation you will be making payments to.

    To cancel an existing Direct Debit select 'More Actions' on the account you need to manage. Choose 'Manage direct debit' button under 'Direct debits & standing orders' section, then select the 'Cancel' button next to the Direct Debit you require cancelling. At the confirmation screen you will be asked to enter your password to confirm your changes. Once you have entered your password select the 'Confirm' button.

    You should always inform the organisation receiving the payments if you cancel a Direct Debit before final payment has been made.

    Find out more about Direct Debit.

    Our demo shows you how to view and delete a Direct Debit.

    Paying your Halifax credit card

    If you're a Halifax credit card customer you can pay your bill online or over the phone - 0345 720 3040 - 7am - 11pm, seven days a week.

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  • 5.

    Go paper-free

    Online Banking lets you view your transactions for up to 7 years. Find out information in our paper-free section. You can also request a free paper statement if you have stopped paper statements and haven't previously received a paper copy.

    Questioning a transaction on your statement

    If you're unsure about a transaction on your statement, feel free to call us any time on 0345 720 3040 (0345 850 5525 for Easycash customers) (7am to 11pm, Monday to Sunday) or pop into your nearest branch.

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  • 6.
    Online Banking

    Available 24/7 and backed by our online guarantee bank quickly, safely, whenever you want and wherever you want. Everything from checking your balance to transferring money can all be done with our online banking service. Visit our Online Banking area to find out more.

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  • 7.
    Mobile Banking and alerts

    Mobile Banking

    Available for a range of mobile devices, you can now bank on the move with Mobile Banking. Features include viewing balances and transaction history, transfer money between your personal Halifax accounts, transfer money to new and existing recipients and manage your existing arranged overdraft. All of this from your mobile. Find out more about Mobile Banking.

    Mobile Alerts

    It’s important to monitor your account regularly to make sure you have enough funds to make any payments due. Our mobile alerts service offers a simple way to stay on top of your finances without even having to think about it.

    So if we have a mobile number for you, we’ll let you know when:

    • You’ve started using your arranged overdraft and are being charged.
    • You’re nearing your limit.
    • You don’t have enough to pay a standing order.
    • You’ve reached your limit.

    Find out more about our mobile alerts service

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  • 8.
    Telephone Banking

    Call us on 0345 720 3040 (0345 850 5525 for Easycash customers), lines are open 7am - 11pm, to start telephone banking. Unfortunately, we don't offer Telephone Banking to Expresscash customers.

    Use our security feature Voice ID to make Telephone Banking easier. It lets you access your accounts simply by using your voice. Learn more about Voice ID. Call 0345 850 0691 to register today. Calls to 03 numbers are charged at no more than local rate. If you need to call us from abroad, you can call us on +44 113 366 0156.

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  • 9.
    Changing your details (name, address, tel)

    Changing your name

    To do this make an appointment at your local branch and take along a completed change your name form (PDF) and evidence of the name change, for example a marriage certificate or deed poll.

    Changing your address

    Print off and complete the form on the 'Change of address' page in our Help Centre or make an appointment at your local branch.

    Changing your telephone number

    This can be done through Online Banking, over the phone by calling 0345 720 3040 (7am - 11pm, seven days a week) or at any branch. For security purposes, you'll be unable to use the updated phone number to set up new recipients in Online Banking for 7 days after the change.

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  • 10.
    Viewing your debit card details

    If you report your debit card as lost or stolen, your new card details will be available to view on our mobile app the following day.

    You can use your new card details to shop online whilst you wait for your new card to arrive in the post.

    Learn how to view your debit card details

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  • 11.
    Joint Accounts
    • Two people using one account - A simple way to share spends and see them on one monthly statement
    • Both account holders get a Visa debit card
    • Both account holders can also separately set up and manage Online Banking

    Open a joint account or add another person to an existing account

    • Visit us in branch and our staff will be happy to help. In busier periods when staff may not be immediately available, we’ll be happy to book an appointment for a later date. Alternatively, make an appointment at your local branch.
    • Don’t forget to take identification and if the second person is not an existing Halifax customer they will need to provide identification - view acceptable forms of identification.

    Looking to switch your joint account to us?

    Ensure you add the other account holder to your new account before completing your switch

    Please be aware of the following:

    • Both account holders must be aged 18 or over
    • Student Current Account and Expresscash accounts cannot be made into joint accounts
    • Both people named on the account are individually and jointly responsible for any debts on the joint account
    • Credit reference agencies often create a financial link or association between people who have a joint account. Meaning that the financial situation of the other person on the account could affect your credit rating
    • Both people named can use the account benefits and features without needing the approval of the other

    Remove someone from a joint account

    A request to remove someone from your bank account can be made in branch and will only be accepted where the account is in credit.

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  • 12.
    Cash withdrawal limits

    You can withdraw up to £500 a day from a cash machine.

    The daily maximum cash withdrawal over the branch counter is £2,500, unless you have pre-ordered a higher amount. If you wish to withdraw more than £2,500 in cash, you will need to give your branch advance notice. When making large withdrawals, you will need to prove your identity.

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  • 13.
    Ordering a replacement card or cheque book

    You can  get a replacement credit or debit card through Online Banking if:

    • your existing card is damaged or not working
    • your registered address is within the UK

    Fill in our simple form and we'll cancel your card straight away. Once ordered you'll receive a new card within 3-5 working days, depending on the type of card you have ordered.

    Contactless enabled cards will be sent for all eligible accounts unless you have previously opted out of contactless.

    Request a replacement card online

    You can also request a replacement card in our app.

    More about replacement cards

    Cheque book

    If your cheque book is lost or stolen, call us on 0800 0 15 15 15 - lines are open 24 hours a day. We will cancel the cheque book and send you a replacement. There's no charge for this service. If you reach the end of your cheque book and haven't received a new one, please call the number above and we'll send you one.

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  • 14.
    How can I request a PIN reminder?

    If you’ve just forgotten the PIN for your card, you can get an instant reminder of your PIN in our secure app.

    Learn how to request a PIN reminder

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  • 15.
    Closing your account

    To close your current account visit  your nearest branch or write to us at:
    Halifax, Account Closure Team, PO Box 548, Leeds, LS1 1WU.

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  • 16.
    How to complain

    We aim to please, but we know that sometimes things go wrong. If we cannot settle your complaint you can refer it to the Financial Ombudsman Service.

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  • 17.
    About midata

    When you bank, shop or pay a bill, this information can form a picture of your spending and shopping habits. midata gives greater access to your personal data and the ability to use it, as it can be helpful when choosing suitable products and services.

    A midata file shows your previous 12 months spending and banking history, without any information like your name, address or date of birth.

    To download a midata file, from your account homepage select ‘More actions' on the account you want to manage, choose ‘Account services’ and select the ‘midata export’ button.

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  • 18.
    Switching to an account outside the UK?

    Switching to an account outside the UK?
    You can’t use the UK Current Account Switch Service to move your regular credits and debits to a bank account in another EU country, but we can provide you with information that will help you to move them yourself.

    Obtaining information on your regular payments
    You can obtain information on all regular payments into your account (e.g. salary, dividends etc) and regular payments out of your account (Direct Debits, Standing Orders etc) either in branch or over the telephone. Alternatively, you can follow these simple steps online:

    Payments out of your account

    1. Log in to Online Banking and select the appropriate account
    2. Select ‘More Actions’
    3. Select Direct Debits and Standing Orders

    All your regular payments including the person you are paying (recipient), amount, frequency and date last paid is displayed.

    Payments into your account
    For any payments into your account or other information you may need you can click on ‘Search your Statement’ and search for any specific transactions or transaction types (NB: searches can go back several years but are limited to blocks of 90 day periods).

    Once you’ve retrieved all the information you need you can then print the page(s). To redirect payments made to your account with us to your new account, you will need to contact the person or company that makes the payment and give them your new account details. To make payments from your new account, you will need to set up a new payment instruction with your new bank.


    Transferring your balance to a new account
    This can be done in branch subject to provision of suitable ID; there are no transaction value limits.

    Alternatively transactions up to £5,000 can be made by calling Telephone Banking on 0345 720 3040 or online (for limits up to £100,000 for single transactions).

    If you would like to transfer your balance using internet banking/online Banking:

    1. Log into Online Banking, select the appropriate account then Payments and Transfers
    2. Select International transfers
    3. Complete the required fields using your new bank’s details.

    Fees and timescales for transfers

    Closing your account:
    Once you’ve redirected any regular payments and transferred your balance you can close your account in branch or we’ll be happy to help you over the telephone, you can call us on 0345 720 3040 and we will provide you with a form.

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